Jackrabbit automatically records failed ACH payments on the family record. However, because ACH payments can be refunded through your Jackrabbit system, there’s a five-day waiting period. This delay ensures the payment has fully cleared before a refund is allowed – protecting you from accidentally issuing a refund for a payment that had already declined.
Follow these steps to manually record an ACH Chargeback in Jackrabbit if outside of the five days:
- Go to the Family record > Transactions tab and locate the payment.
- Select the R Button.
- Select Refund by Different Payment Method and then choose the Record Refund in Jackrabbit Only option to open the Refund Transaction window.
- Update the following fields:
- Post Date: Change the date field to reflect the notification date.
- Note: In the note field add the PSP# and the reason from the notification.
- Use the checkboxes to select the fees linked to the payment and click Next.
- In the Are Fees Still Due? window, select Due.
- Click Submit Refund.
